About System Surveyor

System Surveyor is an Austin “A-List” company with a big future. The company offers a Business to Business (B2B) Software-as-a-Service (SaaS) solution to professionals in the electronic security, IT, Audio-Visual and Fire Alarm industries.   Named #4 on Pepperdine University’s “Most Fundable Companies” list, System Surveyor has been recognized with six industry awards for innovation. Based in southwest Austin, the company is poised for rapid growth in 2019 – and we need some dedicated and ambitious “A-players” with a self-starter attitude and willingness to develop and grow.

The Customer Success Representative is responsible for assuring that our users are gaining the most value possible from the System Surveyor platform. In this role, you will engage with potential, new and existing users of System Surveyor to understand their specific needs and provide guidance regarding how System Surveyor can address those needs. This will be accomplished through inbound and outbound telephone, chat, web conferencing, and email outreach to users for initial and advanced training as well as on-demand assistance using the software with the objective of increasing customer satisfaction, product usage,  and customer retention. This position reports directly to our Customer Success Manager.

Essential Duties and Responsibilities

Core duties and responsibilities include the following:

·         Become an expert user of System Surveyor software

·         Develop a thorough understanding of the most common needs (“pains”) of our users

·         On-board new accounts to ensure broad user adoption and early success

·         Engage with individual System Surveyor users to provide guidance, assistance and training to promote and maximize utilization

·         Monitor user account activity to identify users with potential for growth and those with low utilization and proactively engage with them to increase usage

·         Assist in tracking and resolving client reported issues

·         Identify new high value user requirements and report them to the development team

·         Maintain a daily activity log, and provide weekly report of activities to management

·         Keep customer records and current activity up to date in company systems

·         Measured based upon adoption, utilization, churn and other key metrics for customer success


Required Knowledge, Skills and Abilities

·         Must have ability to establish a friendly “personal connection” with users

·         Must be able to professionally and effectively train others via telephone and web conference

  • Must have superior verbal and written communications skills
  • Must have strong computer and keyboard skills, with aptitude and interest in web-based and mobile applications
  • Generally knowledgeable in business operations
  • Must eagerly engage in sales activities
  • Strong analytical and cognitive skills


Related Work Experience:

  • A minimum of 2 years-experience in a field related to System Surveyors target market (technology system integration for electronic security, IoT, audio-visual or related)
  • Beneficial (not required) experience with customer relationship management (CRM) or support software experience
  • Extensive personal experience with common on-line applications
  • Experience with customer facing roles such as sales or customer support
  • Professional references


Formal Education or Equivalent:

  • At least 48 college credit hours completed, or 4 years of experience in a related role or capacity
  • Company to provide training on Company sales methodology


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